Training ⋆ Institute of Customer Service

Training to support all your organisational needs

Professionalise your service offering with our high-quality training programmes, available exclusively to our organisational members.

Choose from our comprehensive suite of workshops and courses, or we can develop new content tailored to your needs. We will work closely with you to understand your business challenges and ensure they are effectively integrated into your training experience.

Our training covers areas such as:

Fundamentals in customer service

Key customer metrics

Digital customer service

Communication skills

Hybrid & remote working

Importance of trust

Developing empathy skills

Employee retention

Customer service culture

Complaints handling

What do we offer?

Workshops

Up to one day in length and delivered virtually or in-person. We offer training in a range of specialist areas – including complaints handling, challenging interactions, customer service essentials, root cause analysis, customer journey mapping, vulnerable customers, and building high-performing teams.

Business Bespoke

For members that want fully customisable content that is tailored to address their organisation’s specific challenges. Our Academy experts will collaborate with you to develop and deliver against your business objectives.

Certificate courses

Up to three days in length and delivered virtually or in-person, our certificate courses provide an immersive training experience that is designed to upskill our members. Suitable for customer-facing workers and managers, our certificate courses are customised to deliver the right impact for your organisation.

Train the Trainer

For members that wish to equip their teams with the skills to deliver our certificate training courses to the highest standard. This is perfect for internal coaches, mentors, trainers and managers looking to enhance their training delivery capabilities.

professional qualifications undertaken through the Academy

professionals trained via our workshops & courses

certificates issued via our TrainingMark accreditation

Benefits to your organisation:

Service recognition

Support the professionalisation & recognition of your customer service teams

Employee engagement

Achieve increased employee engagement, retention and empowerment

Customer satisfaction

Address evolving customer needs for improved customer satisfaction

Service culture

Drive culture change and consistency of your service offering

Why choose our training?

All our training is underpinned by our robust standards framework and designed to enhance different aspects of your service proposition. Using our Service Experience Model, we help you cultivate a service-oriented culture that delivers long-term sustainable business results for your organisation.

Networking

Connect with like-minded service professionals via our organisational training to discuss best practice and broaden your network.

Tailored content with expert delivery

With almost 30 years’ experience in what makes good customer service, we offer unique, tailored content for your organisation’s specific needs.

Accreditation

Embed learning by empowering your people to become trainers. Achieve accreditation for your own content delivery with TrainingMark.

Proven track record

Over 18,000 of our members’ people have successfully completed a training session, workshop or qualification through The Institute with consistently positive feedback.

Interactive and practical

All our sessions are developed with impact in mind. We want you and your teams to apply your knowledge to real-life situations and deepen your understanding through practical tools.

Flexible solutions

We deliver content that can be tailored or created bespoke to your organisation (either virtually or physically), or booked via our scheduled open courses, available to members only.

Meet our Academy trainers:

Leo Evans

Accredited Assessor & Training Consultant

Robert Lloyd-Jones

Learning and Development Consultant

Alistair Lockhart-Smith

Learning and Development Consultant

Gillian Dale

Management Qualifications Tutor

Fiona Bazalgette

Accredited Assessor & Management Qualifications Tutor

Our member stories:

We are very proud of the success of our members who have driven real transformation into their businesses with customer service excellence. Find out more about their journeys below:

The member’s challenge

ISIO expanded significantly, adding numerous employees including apprentices and career changers. Post-Covid, they faced backlogs and lacked dedicated trainers. The challenge was to train new employees in effective, empathetic customer interactions, focusing on telephone techniques and understanding customer perspectives.

The impact

ISIO implemented our FirstImpression’s course through Train the Trainer, training five in-house trainers who then trained 80 employees. The training received enthusiastic feedback, reduced complaints, and improved customer service. Employees began seeing cases from the customers’ perspective, fostering a culture of empathy and continuous improvement, ultimately enhancing overall customer satisfaction.

The member’s challenge

IMServ had low employee engagement and recognised the need to enhance their customer service to put themselves ahead of their competition. Their goal was to foster a more motivated workforce capable of providing superior customer experiences by developing a new framework to support a new customer service strategy.

The impact

The initiative focused on energising employee engagement through comprehensive training programmes and leadership development. As a result, IMServ saw a substantial increase in employee morale, which translated into higher levels of customer satisfaction. The organisation’s commitment to continuous improvement and employee involvement led to better service outcomes and a stronger customer service culture.

View all success stories

Trusted by some of the UK's biggest organisations